Exchange & Return Policy
We care deeply about how our pieces feel in your life. If something you ordered isn’t quite right, we’ll do our best to make things easy and fair for you.
As a human-scale business, every order matters to us—and so does every person. We ask for your understanding as we balance thoughtful service with the realities of running a small, independent studio.
For Online Orders
While we’re not able to offer direct exchanges at this time, you’re welcome to return an item and place a new order for the piece you’d prefer. We’re happy to offer a refund or store credit (in the form of a gift card), depending on what works best for you.
Refund Options
-
To your original payment method: When we issue a refund to your original payment method, a 3% processing fee is deducted—this is the fee charged by our credit card provider, and unfortunately, it's non-refundable to us. If we received it back, we wouldn’t pass it on to you.
-
Store credit: The full amount is applied to a gift card, with no fee deducted.
To begin a return, please email us at hello@hoibo.com. We’ll send you a return shipping label—shipping costs will be deducted from your refund or credit.
We ask that returns be both requested and shipped within 14 days of receiving your order.
The sooner you reach out, the smoother the process will be.
Return Guidelines
-
Items must be unworn, unwashed, and in perfect condition, with all original tags and packaging.
-
Items must be free from any perfumes or scents.
-
Bags and accessories: Returnable for store credit only.
-
Socks/hosiery: Final sale—thank you for your understanding.
- Workshops are non-refundable.
A few things to keep in mind
-
Return shipping and insurance are the responsibility of the customer.
-
If your original order qualified for free shipping, we’ll deduct the standard shipping cost from your refund.
-
Customs fees (charged by your country’s tax office) are non-refundable.
-
Once your return arrives and is approved, refunds are issued within 5–10 business days. We’ll send a confirmation email when it’s processed. (Please note that your bank may take additional time to post the refund.)
-
Returns that don’t meet our guidelines may be returned to the original shipping address at our discretion.
To reduce waste, we don’t include paper invoices or return forms in your package. Just follow the instructions above and we’ll take care of the rest.
In-Store Purchases & Special Orders
For purchases made in-store, we’re happy to offer exchanges or store credit within 7 days of purchase.
-
Items must be in their original condition: unworn, unwashed, with tags and packaging.
-
You can return in person at the shop—just bring the item and we’ll take care of you.
-
If you ordered online and prefer to return in-store, please email us at hello@hoibo.com first for return authorization.
Custom orders (online or in-store) are final sale.
Life/Life Resale Policy
Our Life/Life resale pieces follow slightly different guidelines:
-
Bags and accessories: Final sale.
-
Clothing: Returnable for exchange or store credit only.
We’re always here if you have questions or need support. Thank you for shopping with us—and for supporting human-scale, independent design.